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Service Failure by Jeff Toister

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CHAPTER 10

Emotional Roadblocks

Helping Employees Overcome Their Own Emotions

One of my lowest moments in customer service was when I deliberately hung up on a customer, knowing full well that if she called back and asked to speak to the manager she would get me on the phone once again.

It wasn’t the right way to handle things and I learned from the experience, but in that particular moment I let my emotions get the best of me. It wasn’t really that specific customer who set me off. A swirl of negative emotions had been building for quite some time, and this person was just the spark that ignited the blaze.

For starters, I didn’t like my job. ...

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